Director of Product Strategy focusing on API and excipient portfolios at Medisca. Leading commercial strategies and cross - functional collaboration to drive market relevance and growth.
About the role
- Lead the evolution of Resmed's global contact center technology ecosystem as a Global Revenue CCaaS Sr. Product Manager. Drive transformation through innovation, collaboration, and customer-centric product delivery.
Responsibilities
- Own, develop, and maintain the Global Revenue CCaaS Product Roadmap
- Ensure continuous roadmap alignment with the Global Revenue CRM Product Manager
- Maintain deep, current knowledge of CCaaS platforms
- Apply prior real-world CCaaS implementation experience to guide roadmap decisions
- Present and robustly defend product strategy, architectural recommendations, and roadmap priorities to global leaders and executive stakeholders
- Drive a globally harmonized approach to contact center operations
- Partner closely with GTS and Revenue Technology leadership to define integrated platform strategies
- Collaborate with regional Customer Service and Revenue teams to ensure consistent adoption of global standards and platforms
- Lead cross-functional workshops to surface requirements, define user stories, and identify opportunities for automation
- Establish and chair the Global CCaaS Change Control Board
- Independently gather global requirements and translate them into implementation-ready user stories
- Develop and maintain a unified global backlog of CCaaS and Service Intelligence requirements
- Partner with delivery teams throughout design, implementation, and stabilization phases
- Measure adoption, performance, and business impact of CCaaS capabilities
Requirements
- 8+ years of experience in CCaaS technology, contact center operations, or product management supporting large-scale customer service organizations
- Proven track record of successfully leading or contributing to CCaaS platform implementations, enhancements, or global rollouts with a practical knowledge of emerging technologies
- Hands-on, practical experience with NICE inContact, including routing, IVR/IVA design, agent experience, reporting/ analytics and skills-based routing and experience with deploying self-serve processes and Agentic AI
- Experience supporting global service operations across multiple regions and time zones
- Demonstrated ability to operate independently in a senior PM capacity with minimal oversight while developing, managing, and communicating a multi-region product roadmap
- Experience deploying productivity tools and Agentic AI and using Service intelligence platforms in a contact center setting
- Experience collaborating closely with CRM product teams and understanding CRM–CCaaS integration patterns
- Strong partnership skills with technical teams (GTS or equivalent), aligning roadmap direction with architectural feasibility and execution realities
- Excellent communication, influence, and executive presentation skills
- Experience with Salesforce Service Cloud.
Benefits
- comprehensive medical, vision, dental, and life insurance
- AD&D insurance
- short-term and long-term disability insurance
- sleep care management
- Health Savings Account (HSA)
- Flexible Spending Account (FSA)
- commuter benefits
- 401(k)
- Employee Stock Purchase Plan (ESPP)
- Employee Assistance Program (EAP)
- tuition assistance
- Flexible Time Off (FTO)
- 11 paid holidays plus 3 floating days
- 14 weeks of primary caregiver leave or two weeks of secondary caregiver leave when welcoming new family members
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